Service Catalyst Blog

Spare Some Change?

A Penny for Your Thoughts Does your organization have a process to handle changes to services, applications and other types of configuration items?  Is that process able to withstand compliance audits?  Are you able to correlate changes to other ticket types within your organization like incidents and requests?  If the answer to any one of […]

ITIL’s Last Gasp? It may be more relevant than ever

Recently Charles Araujo penned an article raising the question of whether we were seeing ITIL’s last gasp. I thought it was a very good and thought provoking post and my immediate conclusion, expressed in a tweet, was that what ITIL prescribed was still a prerequisite to positioning an organization to adopt such concepts as […]

Working with JSON Dates in ServiceNow

Handling dates is always interesting, especially when those dates come in from a different system and are represented as a string.  Right now, I can hear all of the hard core, old line programmers harrumphing that I need to get over myself because dates are just numbers.  “You can add and subtract, can’t you?”, I […]

Major Incident Management in ServiceNow- Integrating with Problem and Change

– by Bill Cunningham and Rodney Holiman In a few previous posts we have discussed designing and implementing a Major Incident Management (MI) process and made some comments around MI roles and communications. Let’s begin to apply those ideas to setting up an MI process in ServiceNow. The Out of the Box ServiceNow approach to […]

Major Incident Management II – Comments on Roles and Communication

In our last post we began discussing Major Incident Management and offered some thoughts around the authority to declare a Major Incident (MI) and guidelines for when such a declaration should be made. Let’s continue that topic by outlining the roles we typically define for the process. We’ll also offer some suggestions for handling communications […]

Service Operation: Major Incident Management Overview

In a recent post I mentioned we’d offer some thoughts on fancy integration workflow with Incident, Major Incident and Problem Management. But first, let’s begin with some suggestions on how to approach Major Incident Management and then in a future article we’ll discuss how it might integrate with Incident, Change and Problem Management. Within the […]

Improving Problem Management – Root Cause Analysis (RCA) Sub-Process in ServiceNow

I wanted to add some thoughts to our last (rather long) post on defining a Root Cause Analysis (RCA) sub-process as part of a Problem Management discipline. Specifically, just a brief mention of how we might approach enabling Root Cause Analysis in an ITSM Toolset such as ServiceNow. You may recall- we defined a sample […]

Improving Problem Management – Consider Formalizing an RCA Sub-Process

In a previous post we offered some practical solutions for getting started with Problem Management. It was suggested that it was of value to simply organize your Problem candidates in a central location and to keep track of their pursuit and that this didn’t necessarily require any fancy software. This is certainly true, but as […]

Problem Management – Some Practical Suggestions on Getting Started

In a previous post we went back in history to the old ITIL v2 Service Support volume to highlight an effective role Problem Management can play in providing control and oversight to the solutions and workarounds developed and applied in the support organization. This post will offer some thoughts on how to get started with […]

Service Operation: Consider using Problem Management to improve Incident Management

‘This stuff makes the most sense of all this stuff.’  – ITIL Foundations student   This comment was made by a student in one of my ITIL Foundations classes, and it was a reasonable statement because he made it while we were covering Service Operation. Service Operation is the ITIL Lifecycle phase that is most […]

IT Event Management Stuck at The Crossroads

I’ve been in IT for longer than I’d like to admit and one thing I’ve seen repeatedly is companies taking a disorganized and ad-hoc approach to Event Management and monitoring of their infrastructure that includes network, servers/VMs, databases, applications, etc.. Most IT organizations I’ve worked with suffer from tool sprawl, having acquired — over time […]

Organizational Vital Signs II – Two Steps to Control your Work In Progress (WIP)

As consultants we have the opportunity to see, examine and work with a variety of different organizations. When I’m first learning about an organization there are a few ‘vital signs’ I look for to get a quick assessment of the shop’s health and maturity. The first, which was covered in our last post, is the […]